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Microsoft OCS Exemplifies True 'Cracking' of App Layer: OAISYS

TMCnews Featured Article


August 13, 2009

Microsoft OCS Exemplifies True 'Cracking' of App Layer: OAISYS

By Michael Dinan, TMCnet Editor


Though mobility, social networking and communications-enabled business processes rank high among communications’ strongest segments, there’s a lot more going on for analysts who can take a step back, the head of a Tempe, Ariz.-based company that develops call recording solutions for businesses of all sizes told TMCnet in an interview.

 
According to Brian Spencer, president of OAISYS, convergence drilled through the layers of the communications network – starting with the physical layer with IP transport, then into the server layer with integrated and optimized network servers for voice and data – is truly “cracking the application layer.”
 
“What Microsoft is doing with OCS and its seamless and instant integration into MS Office and MS SharePoint is the best example I can point to today,” Spencer told TMC CEO Rich Tehrani (News - Alert) in an interview, printed in full below. “Essentially, from any entry point into the corporate information and communications network, I can identify people with whom I should communicate and get in touch with them.”
 
According to Spencer – who is speaking during a session titled “Voice Documentation and Recording” at ITEXPO West 2009, to be held Sept. 1 to 3 in Los Angeles – the federal government’s new commitment to a national CTO, regardless of the effort’s effectiveness, raises the profile of technology leaders within complex organizations.
 
Their exchange follows.
 
Rich Tehrani: What has the economic crisis taught you, and how has it changed your customers?
 
Brian Spencer: Personally, I’ve learned to plan for worst case scenarios that go beyond what most people allow themselves to consider. Do this while expecting the best outcomes and working hard to achieve them. Luckily, we were able to take a practical view to the situation early on and adapt in order to be successful.
 
That includes shifting assumptions about customer behavior. Customers began making defensive and protective decisions more frequently than forward-looking investments. Compliance and customer protection programs became the initial discussion topics more often than previously. Expectations for short-term results changed the makeup of our new customer base, too. Healthcare, debt recovery, debt relief and public sector customers are at the top of our demographics today where only one or two of those were in 2007.
 
RT: How is this down economy affecting your decisions to reinvest in your company or market, if at all? Where will you invest?
 
BS: I heartily believe that down economies are the best times for healthy companies to invest. We are investing in our services capabilities, R&D capacity and global marketing.
 
RT: What’s the strongest segment in the communications industry?
 
BS: That’s an interesting question. Mobility, social networking and communications enabled business processes are all strong individually. I think, though, that taking a huge step back gives perspective to what is truly strongest right now. Convergence (News - Alert) drilled through the layers of the communications network starting with the physical layer with IP transport, then into the server layer with integrated and optimized network servers for voice and data and now it’s really cracking the application layer.
 
What Microsoft is doing with OCS and its seamless and instant integration into MS Office and MS SharePoint is the best example I can point to today. Essentially, from any entry point into the corporate information and communications network I can identify people with whom I should communicate and get in touch with them.
 
RT: With the rise of smartphones and netbooks, many wireless technologies, such as WiFi (News - Alert), appear to be poised for rapid growth. For example, we’re seeing more and more airlines add in-flight WiFi. In general, how widespread should WiFi be, in your view?
 
BS: It’s less about WiFi than it is ubiquitous IP network access. I think it should be everywhere.
 
Let me make a qualifying remark, however. People who are weak in time management and planning ought to fear this. If one is a slave to responding to others it is not possible to personally think, imagine and grow. I love flights as a time to read, reflect, collect my thoughts and mentally prepare for tasks at hand. I won’t give that up just because IP access is available.
 
RT: Which nation or region of the world will present the largest opportunity for your company in 2009/10?
 
BS: Latin America, almost certainly. We are seeing huge demand in Mexico, Puerto Rico, Central and South America. It’s exciting.
 
RT: In what ways is President Barack Obama helping or hindering the technology markets? What more can he do?
 
BS: He is a visible proponent of technology, which is invaluable. His push to keep and use his BlackBerry makes him the Chief Advocate of real-time communications. His commitment to a federal CTO, regardless of how effective that is, raises the profile of technology leaders within complex organizations. If the U.S.A. needs a CTO, doesn’t big business? That’s all very good.
 
RT: What device or devices do you use, and what do you wish you used?
 
BS: I know use a Samsung SCH-i770 running Windows Mobile Pro 6.1. I’m content with it.
 
RT: What has the iPhone 3G taught us? I know it’s very new, but what about the Palm Pre? What are we learning from the smartphones based on the open source Google Android (News - Alert) platform?
 
BS: I’m not sure I’ve learned anything substantive, yet. I’ll reserve judgment at this time.
 
RT: I understand you are speaking during ITEXPO West, to be held Sept. 1 to 3 in Los Angeles. Describe your talk and tell us what companies or people should attend.
 
BS: I will be discussing the operational challenges brought about by our economic condition and how to plan, deploy and use voice documentation to address them. There are significant ramifications coming with these challenges and being unaware of them is harmful to about any company. I encourage anyone in an executive or IT role to attend just to increase awareness of risks and tools to manage them.
 
RT: Why should customers choose your company’s solutions? How do they justify the expense to management?
 
BS: Our solutions are unique, backed by a legion of loyal and capable channel partners and supported by talented customer service professionals. OAISYS is stable, healthy and growing. We are hungry for customers and work extremely hard to earn their business.
 
Solutions we offer have a baseline value in the form of business insurance against the risk of regulation violations, customer defections and revenue loss. We have numerous case examples of returns of many multiples of investment.
 

Learn more about OAISYS at ITEXPO West — the biggest and most comprehensive IP communications event of the year. ITEXPO (News - Alert) West will take place in Los Angeles, Sept. 1 to 3, 2009, featuring three valuable days of exhibits, conferences, and networking opportunities you can’t afford to miss. Don’t wait. Register now.


Follow ITEXPO on Twitter: twitter.com/itexpo

Michael Dinan is a contributing editor for TMCnet, covering news in the IP communications, call center and customer relationship management industries. To read more of Michael's articles, please visit his columnist page.

Edited by Michael Dinan







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